This document list the information needed for most common problems when creating a new ticket.
In some cases support needs more information which is not listed here because of the unknown nature of the problem.
Information for Mobile Apps can be found here: Mobile Apps
For all tickets, we need the following information:
Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX
Server: url of the machine
Server Version: server version or package list
Platform:
GUI Version: GUI version or package list
Category:
Severity: 4, 3, 2, 1
Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
Product:
Date/time of last changes to configuration or installing updates (with description)
or any other changes that were done within at least the last 24 hours or:
...
Issue Description:
...
Steps to reproduce:
Provide a detailed description of the issue/incident and ideally a step-by-step description
Used OS/Browser/Client (with version):
...
Date/time of test (with timezone):
...
Current behaviour / Error or Unexpected Results (Date/time):
...
Expected behaviour:
...
Test account to reproduce issue:
as an attachment:
OX App Suite (Middleware or UI):
Dovecot Pro:
OX PowerDNS:
OX App Suite | Dovecot Pro | OX PowerDNS | |
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High load / |
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Communication link error |
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Database issue |
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Login issue |
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Auth issue |
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UI issue |
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API issues |
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